Overview

Overall Rating 4.62/5Overall Rating 4.62/5Overall Rating 4.62/5Overall Rating 4.62/5rating 4.62

2419 Reviews

ReScore Reviews™ (49)

ReScore
Overall Rating 4.6326547/5Overall Rating 4.6326547/5Overall Rating 4.6326547/5Overall Rating 4.6326547/5rating 4.6326547
Original
Overall Rating 2.20408/5Overall Rating 2.20408/5rating 2.20408rating 2.20408rating 2.20408
93% Would Recommend
100% Business Response
Latest Review about 9 hours ago

Reviews


Verified Customer
Franklin, TN
2011 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
08/15/2019 Category: Service
See previous remarks about the facility.
Several months ago I received a notice to have the engine inspected for possible internal engine problems. I went to the dealer and after waiting I was told that THE ENGINE WAS OKAY. Subsequently the engine failed while I was in heavy downtown Nashville traffic and I was really stressed until I was able to "limp" into the dealership. We received a warranty engine replacement which took about 3 weeks. Although a rental car was provided, we were seriously inconvenienced.
TIM O. from Hyundai of Cool Springs responded on 08/16/2019

I am sorry that your engine failed after the inspection. The recall we performed was to update the software to help detect engine noise. Thank you for your business.


TR
Terry R.
Franklin, TN
2015 Hyundai Santa Fe
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
08/10/2019 Category: Service
Forgotten
Appreciate the follow up with my concern on shuttle service falling short. I woukd like to see what improvements have been made to better this process.

Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
08/10/2019 Category: Service
Forgotten
Missed on shuttle service.
TIM O. from Hyundai of Cool Springs responded on 08/10/2019

I am sorry about the miscommunication on your last visit. I will look into the matter and  contact you on Monday. We  value our  customers time . Thank you for your feedback and business.  
Tim O'Leary 
Service manager 


Verified Customer
Nashville, TN
2011 Hyundai Sonata
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
08/01/2019 Category: Service
My first impression and personal experience
My first impression and personal experience during my first visit with Hyundai of Cool Springs is not great. I had couple issues during my visit, but would like to address only one which bother me the most. It's communication. Everyone makes mistakes, forget to accomplish task, is behind the schedule. But, if with one phone call the issue is explained, will make a huge difference.
I didn't received any phone call and when I called the service nobody wanted to help me because my advisor wasn't close to his desk. Instead of about 3 hours stay, it took me a 7 hours long stay.
James S F. from Hyundai of Cool Springs responded on 08/02/2019

I am very sorry you were not happy with your last visit. Please contact me "James" in the service department to address issue.
Thank you 


AF
Alaa F.
Nashville, TN
2019 Hyundai Santa Fe
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/01/2019 Category: Service
Excellent staff
Oil change, maintenance and friendly staff

Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
08/01/2019 Category: Service
Good
Good
TIM O. from Hyundai of Cool Springs responded on 08/01/2019

I am sorry your last visit did go as expected. Please give James a call so we can see where the issue was so we can hopfully correct it.
Thank you.


TJ
Troy J.
Nashville, TN
2013 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
07/23/2019 Category: Service
Great Service
This dealership goes the extra mile to make sure the customer is satisfied.

Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
07/23/2019 Category: Service
Took too long
Car wasn’t washed or vaccunes
James S F. from Hyundai of Cool Springs responded on 07/24/2019

Good morning sir. My name is James your service advisor on your last visit. Im very sorry you were not totaly satisfied with your last visit.
Please contact me when you can.We value you as a customer! Thank You!


TD
Thomas D.
Nashville, TN
2017 Hyundai Tucson
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
07/22/2019 Category: Service
Resolved Issue of Service
The service department contacted me via email and resolved the issue that I was having.
I appreciate the fast reply, and will continue to have both cars serviced by Hyundai of Cool Springs.
Thank you!

Overall Rating 1/5rating 1rating 1rating 1rating 1
07/22/2019 Category: Service
Oil Change
Charged us full price because we missed the free oil change by 6 days. Very disappointed!
James S F. from Hyundai of Cool Springs responded on 07/22/2019

Hi . My name is James from the Service Dept. I completely understand how you feel would like to make it up to you.
I would be more than happy to cover your next service at no charge.
Please let me know if I can help.
Thanks!!


Verified Customer
Franklin, TN
2014 Hyundai Santa Fe Sport
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
07/19/2019 Category: Service
Slow service department
Not impressed with the service department. Takes too long. Even an oil change takes 90 minutes.
James S F. from Hyundai of Cool Springs responded on 07/20/2019

Hi. Im very sorry you were unhappy with your last visit here.
Please let me know how I could make it up to you.
I will cover your next oil change at no charge.
Thank you James


Verified Customer
Nashville, TN
2011 Hyundai Sonata
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
05/10/2019 Category: Service
Customer Safety Is Not A Priority
After bringing my car in for safety recalls, the airbag light came on. This was not happening prior to bringing my car in for service. I have tried for several days to get ahold of someone and have been given the runaround. Now I am about to travel with my family and I don’t know if my airbags will deploy in the event that we are in a collision. Customer safety does not appear to be important at this location and I will most likely end up taking my car to a different location to fix what the service department at Cool Springs did.
TIM O. from Hyundai of Cool Springs responded on 05/10/2019

I am sorry that the light has come on. James will contact you to get the issue resolved. 


JB
Juan B.
Nashville, TN
2013 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
04/25/2019 Category: Service
Service is great
James and Freddy are great employees and people but my Sonata is a piece of trash
TIM O. from Hyundai of Cool Springs responded on 04/29/2019

Thank you so much for making the time to fill out the survey.
We know you have many choices when choosing to service your vehicle & appreciate your business


JL
John L.
Franklin, TN
2018 Hyundai Santa Fe
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/25/2019 Category: Service
Love my Hyundai, did not love the service
Instead of listing every little thing that went wrong, I’ll just sum it up as lack luster customer service, lack of timeliness and little attention to detail. I won’t be back.
TIM O. from Hyundai of Cool Springs responded on 04/25/2019

I am sorry about your recent service experience. James should have updated you about the progress. We are normally on time with the routine maintenance and I do apologize for the longer than expected timing.


EH
Elizabeth H.
Franklin, TN
2018 Hyundai Tucson
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
04/22/2019 Category: Service
Do not get service at this location
Crappy service
TIM O. from Hyundai of Cool Springs responded on 04/23/2019

Sorry your last visit was unsatisfactory. James will be giving you a call to try and find out what went wrong


JA
Jeongwon A.
Murfreesboro, TN
2012 Hyundai Tucson
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
04/18/2019 Category: Service
To make a review again
I was upset when I found out there is still the problem, but they called me and tried to solve the problem. Thank you for doing their best.

Overall Rating 1/5rating 1rating 1rating 1rating 1
04/18/2019 Category: Service
I was very upset
I got service last Monday whichis replacement of engine oil and light bulb. By the way, the light is still out after the service. How come it happened even though I paid for replacing of the light. It sucks.
TIM O. from Hyundai of Cool Springs responded on 04/19/2019

I am sorry that your last visit was unsatisfactory. If the bulb is out again than there could either be that the new bulb has failed or something else going on such as the connector. If you come back by we will gladly look at the issue again for you. 


RP
Raymond P.
Bon Aqua, TN
2011 Hyundai Sonata Hyb
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/02/2019 Category: Service
Timely service
Right now, no. I wouldn’’t recommend it because of the length of time that day for my completed service.
TIM O. from Hyundai of Cool Springs responded on 04/02/2019

i am sorry that your last visit was unsatisfactory. We schedule vehicles to be diagnosed by  the next available technician. We try to get everyone in and out as efficiently as possible.  Brake work is doen by only skilled technicans and we want to make sure all repairs are completed properly. Thank you for your business


Verified Customer
Brentwood, TN
2012 Hyundai Genesis
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
03/22/2019 Category: Service
TOO MANY SERVICE VISITS
Service department takes a long time to diagnose problem and fix properly the first time.
TIM O. from Hyundai of Cool Springs responded on 03/22/2019

I am sorry that you had to return for further diagnosis. We try to get everyone in and out as quick as possible. Thank you for your business and we will use this response to futher train and improve.


AQ
Aileen Q.
Franklin, TN
2009 Hyundai Santa Fe
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
03/21/2019 Category: Service
Needs improvement, but cheaper than other places
I just wish they would have wiped down their hands before entering my car and leaving everything oily and greasy. Waiting area is tiny and needs improvement, at least bathrooms were nice and clean. Full synthetic oil change ended up being $80 which isn't too bad
TIM O. from Hyundai of Cool Springs responded on 03/22/2019

I am sorry for the miscommunication about the oil. You are correct you can go back to regular oil or syn blend. We would love a bigger facility but unfortunately we are land locked. If you are close by anytime we will gladly rerun your car thru the wash and wipe everything down for you. Sorr ythat it was not done prior to giving you the car back. 


JW
Jeffrey W.
Nashville, TN
2012 Hyundai Veloster
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
03/18/2019 Category: Service
Car got Fixed, Took 6 weeks, not great communication.
It took the techs a full month to diagnose the problem and begin the repair. 6 weeks total time in the shop. I had to call to get updates, as the shop did not reach out to me much. And the oddest thing... The car failed while they test drove it and they had it towed several times. They left the towing rod/hook screwed into my bumper and left it that way when I picked up the car. Had to Google how to remove it and where it stowed.. Just a pretty obvious thing to leave sticking out of the front of the car. Attention to detail and communication could be improved, aside from 6 weeks to repair a possible transmission issue. When you have to make a car payment when you haven't seen your car in 6 weeks, it's a weird feeling, LOL... They did ok. For warranty work I will probably take it back them again, as it is where I bought the car. But, if I was paying out of pocket for a repair, I would probably shop around first.
TIM O. from Hyundai of Cool Springs responded on 03/18/2019

I am sorry that the repair took so long. We were going back and fourth between the warranty company and Hyundai tech line. We did not want to have the car break down on you so we made sure that the car was ok adn test drove several times to make sure.Thank you for your business.


RB
Richard B.
Franklin, TN
2014 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
03/15/2019 Category: Service
Gods service, poor facility
The service seems to be good, the facility is uncomfortable and noisy, not pleasant to wait.
TIM O. from Hyundai of Cool Springs responded on 03/16/2019

Thank you for making the time to fill out the survey.
We know you have many choices when choosing to service your vehicle & appreciate your business


Verified Customer
Antioch, TN
2011 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
02/21/2019 Category: Service
Ehhhh
I had mentioned a probably with my tires/wheels when I called in to make the appointment and when I arrived for my oil change. I was informed that since my tires weren’t taken off, they didn’t check and that’s how they normally check the brakes and alignment and such. Previously when I had my oil changed at this location i had gotten my brakes and alignment checked. I’m not sure what was different about this time but nothing on my end. I now have to take off from both of my jobs AGAIN to get this issue checked out when it was brought up and should have been checked in the first place.
TIM O. from Hyundai of Cool Springs responded on 02/21/2019

I am sorry you feel like the work was not performed. With out the tires coming off during a rotation than we can not properly look at brakes. With the tires on the car all you can do is look thru the wheel which you can not acurately gauge brake wear.


TS
Tom S.
Smyrna, TN
2015 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
02/11/2019 Category: Service
im not sure they know what they are doing
I really wish a zone rep would call me
TIM O. from Hyundai of Cool Springs responded on 02/11/2019

As we discussed on the phone I do not know how you recieved another survey before we have finished your car but the part should be here tomorrow and i will personally call you when completed


TS
Tom S.
Smyrna, TN
2015 Hyundai Sonata
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
02/02/2019 Category: Service
they damaged my Sonata
car had a problem with the blind spot system they fixed it,, now car is undriveable, going back in monday morning,,
TIM O. from Hyundai of Cool Springs responded on 02/04/2019

I am sorry that you are still having issues with the vehicle. The last visit was just a recalibration. We will gladly look at what is currently happening and get it resolved for you.